Senior Online Support Specialist Resume Kent, WA - Hire IT People

Personal Statement
I am an advocate for the customer. Through strategic thinking, I look for creative ways to say "Yes!" to ensure the best possible experience for every customer, every time.

Objective
To obtain a challenging position in a team oriented customer service/service support staff with opportunities for advancement and improvement.

Skills

Keyboarding 50 wpm
10 Key 250 kpm
Intermediate knowledge of Microsoft Windows XP and Microsoft Office 2003 Suite.
Knowledge of desktop PCs, network set-up and components.
Able to learn and understand new software and hardware.
Able to work as a team player in a fast-paced, team-oriented environment.
Able to mentally analyze and solve problems.
Able to multi-task and maintain focus.
Able to effectively communicate with all levels including external and internal customers.
Able to work with and maintain a high level of confidentiality.
Knowledge of telephony equipment including phones, switches and routers and other related equipment.
Knowledge of EIS Predictive Dialers.
Working knowledge of Oracle based systems.
Able to create Excel reports as needed.
Able to read and understand Oracle, Avaya CMS, IEX and Excel reporting.

Experience
Confidential; Kent, WA 04/2006-07/2009
Positions Held:

Senior Online Support Specialist 09/2007-07/2009
Senior Member Care Consultant 03/3007-09/2007
Member Care Consultant/Loan Information Specialist-Credit Analyst 04/2006-03/2007

Accountable To:

Receive and answer inquiries from members and non-members via email.
Assist members and troubleshoot issues with remote banking web application-based solutions.
Provide second-tier troubleshooting and support for Online Specialists and members.
Act as liaison to IT department.
Escalate unresolved issues to IT team for further review and resolution.
Handle escalated calls from members and non-members and work to create best possible scenario to credit union and member needs.
Maintain thorough knowledge of functions within each credit union department while maintaining effective communication with all credit union employees.
Interact with all team members and serve as product/subject matter expert, point of escalation and mentor by maintaining high level of department knowledge relative to policies and procedures.
Make ongoing procedure and process recommendations to supervisors that will enhance service to external members and internal employees.
Tactfully disclose decisions on loan applications to both members and non-members.

Confidential, WA 08/2005-04/2006
Position Held:

BECU Member Care Representative

Accountable To:

Receive inbound calls from current and potential members using company computer and telephony equipment.
Assist members with general account inquiries and monetary transactions and provide research and resolution for member concerns.
Understand and explain credit union policies as well as both state and federal regulations governing banking, deposits and electronic funds transfers.
Process account transactions quickly, accurately and efficiently.
Tactfully handle confrontational or stressful interactions with the public.

Confidential; Auburn, WA 05/2001-06/2005
Positions Held:

Special Projects Lead (Traffic Specialist/Credit Escalations) 04/2004-06/2005
Verizon Wireless Customer Service Resource Team 01/2004-04/2004
OutBound Supervisor 09/2003-12/2003
Verizon Wireless Site Trainer 05/2003-09/2003
Sales Team Leader 01/2002-05/2003
Telephone Sales Representative (BridgeRep) 05/2001-12/2001

Accountable To:

Coordinate and supervise inbound call traffic for a 240 seat call center by using Avaya CMS and working closely with the Traffic Command Center and the facility Operations team.
Identify and implement changes necessary to improve the level of efficiency as measured by key performance indicators (Cost per Call, Agent KPI's and Service Level).
Monitor and address agent availability (occupancy) and efficiency by using IEX Totalview, Avaya CenterVu Supervisor and CMS.
Provide ad hoc reporting to management as needed.
Provide CMS Reporting as well as trending based on CMS reports.
Tier 1 troubleshooting and resolution of issues surrounding telephony, PC, computer network and related equipment.
Act as liaison to System Administrator (IT).
Document PC/Network problems including: issue, steps taken to resolve, and scope of impact to staff.
Escalate unresolved issues to System Administrator for further review and resolution.
Train and develop Escalation agents to follow the escalations procedures and contractual timelines.
Review denied and approved credits for merit -- ensure proper credit evaluation is occurring.
Coach and counsel Escalations agents on approved and denied credits, written emails and productivity issues.
Monitor credit activity of the BridgeRep population and report trends to the appropriate Project Manager and the Call Center Manager.

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Senior Online Support Specialist Resume

Kent, WA

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